Quality Assurance Support Specialist

BigCommerce’s mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.

We are equally passionate about growing our employee’s careers and providing them an incredible experience as we rapidly expand across the globe. We are proud to have been recognized numerous times for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.

Quality Assurance Support Specialist (QA)

Austin, Texas

BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

BigCommerce, named a 2024 "Best Place to Work" in Austin, is looking for a Quality Assurance Support Specialist (QA) for our 24x7 support team. As a QA, you will assist the support leadership team in providing feedback for a team of dedicated support staff in a culture where exceptional service to our customers is the paramount focus.  
 
What You’ll Do

• Review past contacts in order to find areas of improvement for agents
• Provide input to the Support Leadership team on employee performance, individual struggles, unique strengths
• Compile cadenced reporting and analysis on key performance metrics on a weekly and monthly basis to ensure keeping with BigCommerce’s high standards
• Collaborate with the team leads and managers to ensure feedback is being delivered appropriately and actioned upon by support staff
• Gather, analyze, and present data to (a) understand and improve upon the team's efficiency and quality of work (b) identify trends and iterate upon processes, and/or escalate feedback
• Participate in regular calibration sessions with relevant stakeholders to ensure consistent alignment on policy and process
• Stay up to date on the latest support policies and processes, and educate teams consistently so that we are always offering the most comprehensive support possible
• Function as a subject matter expert (SME) for cross departmental collaboration, such as with our Learning & Development and Professional Services organizations
• Be an example of a strong work ethic with a sense of accountability for individual and team performance 
• Handle other supervisory and reporting tasks as assigned

Who You Are

• Culture champion and role model of the BigCommerce values
• Minimum 12 months in a direct customer support role
• Able to work independently with the flexibility to work any shift in a 365 24/7 environment 
• Exceptional multi-tasking skills with sound judgment and time management when managing competing demands and multiple long-lasting projects
• Excellent written and verbal communication skills
• Accountable for the outcomes of own work and the work of teammates, willingness to hold others accountable to commitments, sets proper expectations and follows through as needed
• Considers the needs of others before/when taking action, willingness to coach peers and advise management regarding improvements and best practices 
• This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities. 

#LI-AL1

Not all candidates will be eligible for the upper end of the salary range (or have the minimum apply to them), but rather, the exact salary will be dependent on the successful candidate’s location, relevant knowledge, skills, and qualifications.Targeted salary range$40,127—$67,862 USDDiversity, Equity & Inclusion at BigCommerce   Our employees make the difference. At BigCommerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.

Learn more about the BigCommerce team, culture and benefits at